Customer Intelligence for a Leading IT Services Provider Helps Simplify IT Operations

October 31, 2017

With the relentless growth in technology, the customers have become more empowered, which has further affected their behavior patterns while purchasing products and services. Also, with the increase in competition, leading service providers in the IT services space are focusing more on customer intelligence solutions to understand the customer’s behavior. In the IT services space, effectively implementing customer intelligence solution assists manufacturers to gain a holistic view of the customers in real-time and improve customer experiences. Moreover, customer intelligence solutions also allows service providers in the IT sector to build a more effective relationship with the customers and drive operational efficiency. Also, implementing sophisticated customer intelligence solutions can help businesses understand customers’ preferences and further improve marketing ROI.


To identify the potential customers and effectively reduce the attrition levels, leading businesses in the customer intelligence space are approaching companies like Infiniti. Infiniti’s customer intelligence solution helps businesses in the IT consulting space understand their potential customers and streamline their marketing efforts to drive growth and profitability. Furthermore, Infiniti’s customer intelligence solution also helps organizations in the IT service sector to stay relevant and competitive in the marketplace.

The Business Challenge

A renowned IT services provider with years of expertise in offering technological services was facing predicaments streamlining their services and simplifying their IT operations. The client wanted to profile the potential customers and offer cost-effective IT services to the customers. Moreover, the client wanted to seek ways to prioritize their marketing efforts and deliver personalized services to the clients. Through an effective customer intelligence solution, the client wanted to improve customer experience by removing operational bottlenecks. Furthermore, the IT services firm wanted to offer new services and business model to the customers and improve their ROI.

IR- customer intelligence

Want more information about our customer intelligence study?
Ask an analyst

Our Approach

To gain relevant insights into the customer’s usage patterns, the IT services client approached Infiniti’s team of customer intelligence experts. Infiniti’s team of customer intelligence experts carried out extensive research comprising interviews and discussions with leading stakeholders in the IT services space. Also, to help the client be more competitive, the experts further collated information from a wide array of proprietary sources such as paid industry databases, company presentations, and industry forums.

Customer Intelligence Solution Benefits

  • Gained real-time information on the customer usage patterns
  • Effectively managed their marketing and promotional campaigns and tracked their performance
  • Leveraged customer information to cross-sell and up-sell products and services
  • Gained in-depth understanding of the customer’s behavior and analyzed customer sentiments
  • Tracked the effectiveness of their marketing campaigns and ensured better profitability

Benefits of Our Integrated Approach

With the help of customer intelligence, the IT services client gained better insights into the customer’s buying behaviors and developed products and services to meet the requirements of the target audiences. Moreover, the client was able to identify gaps in their organizational strategy and take accurate measures to improve the overall business performance.

A must-read case study for strategy experts and decision makers looking to develop an understanding of the IT industry.

We help our clients make smarter decisions to achieve rapid business growth

Our strength lies in the unrivaled diversity of our international market research teams, innovative research methodologies, and unique viewpoints that merge seamlessly to offer customized solutions for your every business requirement.

Sorry, we no longer support Internet Explorer. Please upgrade to latest version of Microsoft Edge, Google Chrome, or Firefox.